3 USAGE SMARTPHONES ARE INCREASINGLY IMPORTANT DURING ALL STAGES OF THE CUSTOMER JOURNEY. What devices do people own and how do they use them?

4 USAGE WHICH DEVICES DO PEOPLE USE? Ownership of mobile devices is now widespread in all countries SMARTPHONE TABLET LAPTOP DESKTOP WEARABLE DEVICES 85% in % in % in % in % in % in % in % in % in 2015 What devices do you personally use?

5 USAGE TABLETS AND SMARTPHONES Penetration rate of total population SMARTPHONE BASES: GLOBAL IN % TABLET

6 USAGE MULTI-DEVICE BEHAVIOURS Anytime, anywhere, any device ON AVERAGE PEOPLE USE 5 DEVICES 6 in India and UAE 2.7 in 2014 What devices do you personally use?

7 E-COMMERCE WHENEVER, WHEREVER, HOWEVER. This is the way new connected consumers shop.

8 ECOMMERCE SHOPPING BEHAVIOUR BY DEVICE Online shopping has become common in all countries, although there are some differences in terms of maturity 75% of people have purchased an item online in the last 30 days. SMARTPHONE TABLET LAPTOP DESKTOP 90% in China. 84% in the USA. 68% in Australia. 28% of people in % of people in % of people in % of people in 2015 In the last 30 DAYS, have you bought an item online using one of these devices?

9 ECOMMERCE INTEREST IN PERSONALISATION Impact of personalized experience through a personal account PERSONALISATION When shopping online, 86% of shoppers expect special offers or discounts and they re important for 39% of all shoppers. For 65% of shoppers, offers tailored to their previous purchases or to their user profile are important. (for 20% of e-shoppers, very important) Overall, 57% of e-shoppers find personalised recommendations important, and 18% very important. 87% of people who log in an e-commerce websites in order to have personalized offer, says that they buy more. 78% buy more often, 76% buy more products. Do you always log in to your e-commerce account when shopping online (on the regular website you use, as Amazon, Baidu, Alibaba, etc.)?

10 ECOMMERCE E-COMMERCE LOG-IN HABITS Personalization is a key driver of performance MAIN REASONS FOR NOT LOGGING IN: Those who purposefully don t log in / log off believe it is militant behaviour. They don t want to give their data to e- commerce websites or they consider it annoying to register each time. 75% AND AMONG THEM : 40% I want to be able to check what I have seen during my previous visits NORMALLY LOG IN TO THEIR E-COMMERCE ACCOUNT WHEN SHOPPING ONLINE. 21% always do. 37% 34% I do not want to reenter my bank account and personal data every time I want to receive personalised marketing and promotional offers Why do you log in when shopping online?

11 RETAIL THE BRICKS AND MORTAR STORE IS BACK. But it needs to evolve; be more agile, more digital, and more connected to consumers lives.

12 RETAIL SOURCES OF INFORMATION INTERNET APPEARS AS THE MAIN SOURCE OF INFORMATION: - retailer websites or apps are the first digital source of information in all countries, notably in the USA, UK and the Netherlands - price comparison services are next (47%), more widely used in Germany, the Netherlands, Denmark, Sweden and Japan - 37% use brand websites or apps (more in the USA, Belgium, Sweden, Singapore and Australia) - reviews by online users or consumers are used by 33% (especially in Germany, the Netherlands, Denmark and Sweden) OFFLINE SOURCES ARE STILL IMPORTANT when looking for information on a product or service: - point-of-sale is quoted as the first source of information (16%), especially in Belgium, Denmark, Spain and Italy - the immediate social circle (friends, family, colleagues) comes second (15%); it is more common in Asian countries (China, Hong- Kong, Singapore and India). RETAILER WEBSITE APPS 20% in % in 2014 (1) Main sources of information used STORE 16% in % in 2014 (4) FAMILY & FRIENDS 15% in % in 2014 (5) PRICE COMPARISON SITES 14% in % in 2014 (2) What resources do you use to search for information on a product or service? I consult... Please grade your responses where 1 is the one you use the most.

13 RETAIL USE OF MOBILE DEVICES IN-STORE 85% OF SMARTPHONE OWNERS HAVE USED THEIR MOBILE PHONE IN-STORE; 72% IN DIRECT IMPACT OF MOBILE USE IN- STORE ON THE PURCHASING PROCESS Mobile usage in-store is even more developed in UAE and Asia (China, Hong Kong, Singapore and India), where the figure is 90%. The opportunity to access more information about products in-store through mobile clearly impacts the purchasing process: 77% of internet users have been influenced by mobile and 28% have bought through mobile. 55% OF SMARTPHONE USERS THINK THE INTERNET AND SMARTPHONES HAVE CHANGED THE WAY THEY SHOP IN-STORE. Has the use of the Internet, mobile phones, smartphones and tablets changed the way you shop in-store?

14 RETAIL NEW DIGITAL SERVICES IN STORE 71% 39% 58% 83% Of U.S consumers are willing to receive personalised money-off vouchers or special offers on their mobile whilst in the store. Of UK consumers are willing to use a virtual reality helmet (i.e.: Oculus Rift) to discover a product not available in-store.. Of shoppers in Spain would try on clothes virtually using a digital mirror. Of UAE consumers are willing to use a loyalty card on their mobile phones. 57% 62% 75% Of Japanese consumers are willing to check in-store stock availability via their mobile phones. Of Italian consumers are willing to use a system allowing them to be identified in-store in order to receive certain advantages. Of Hong Kong consumers are willing to use interactive terminals to browse and buy the products available in-store.

15 RETAIL NEW DIGITAL SERVICES IN STORE 77% 43% 46% 81% Of Singaporean consumers are keen to find out which products are most popular with other shoppers via their mobile or directly in-store. Of Dutch consumers would like sales assistants to be able to process payments via a portable tablet without having to go to the cash desk. Of shoppers in Germany would be willing to pay via their mobile phones in-store. Of Indian consumers are interested in accessing complementary products by scanning a product s barcode. 74% 55% 37% Of Chinese consumers would be happy to use an interactive store window display to shop when the store is closed. Of French consumers would like to have a personal shopper available in-store. Of Belgium consumers are willing to use a mobile app to organise their shopping according to their shopping lists.

16 MOBILE MOBILE IS STILL DRIVING CHANGE. Being the personal shopping assistant for consumers.

17 MOB MOBILE SMARTPHONE ADDICTS 77% of smartphone users use their smartphones to connect to the internet at least once a day. In the last 3 months, have you used your mobile Internet? (to read your s, use an app, download something, search for information, etc.)?

18 MOBILE THE SMARTPHONE GATE Smartphones are playing a key role in the relationship between consumers and stores IN-STORE SEARCH PURCHASE 85% of smartphone owners have used their mobile in-store 72% in % of smartphone owners have searched online using their mobile 58% in % of smartphone owners have bought through their mobile What resources do you use to search for information on a product or service? I consult... Please grade your responses where 1 is the one you use most?

19 MOB MOBILE MOBILE PAYMENTS Mobile purchasing has increased, but is still far behind in terms of total online purchasing (80%) 33% of smartphone users have bought through their mobile in the last 30 days Mobile shopping is more developed in UAE (39%) and the USA (44%) than in Europe and Australia, where the figure is around 20% on average. 62% of smartphone users would be ready to use their device to pay in-store 21% have already done it; 49% in India, 34% in USA In the last 30 days, have you purchased an item?

20 SOCIAL SOCIAL MEDIA IS INFLUENCING AN INCREASING NUMBER OF PURCHASES ON AND OFFLINE.

21 SOCIAL SOCIAL MEDIA INFLUENCE Across all 17 countries INFLUENCE ON PURCHASE AMONG USERS PER SOCIAL NETWORK USED STRONG USAGE AND INFLUENCE ON PURCHASE -> KEY PLAYERS MEDIUM INFLUENCE ON PURCHASE AND GROWING USAGE -> NEW LEADERS? MEDIUM INFLUENCE ON PURCHASE AND LOW USAGE -> CHALLENGERS LOW USAGE AND LOW INFLUENCE ON PURCHASE -> UNSUITABLE FOR E-SHOPPING? PENETRATION RATE TOTAL USAGE AMONG POPULATION

22 SOCIAL INFLUENCE OF SOCIAL NETWORKS ON THE PURCHASING PROCESS Facebook and Sina Weibo in China are the social networks most likely to influence purchases 53% of Sina Weibo users claim to be influenced by Sina Weibo 52% of Facebook users claim to be influenced by Facebook 46% of Pinterest users claim to be influenced by Pinterest 43% of Instragram users claim to be influenced by Instagram 36% of Twitter users claim to be influenced by Twitter 35% OF SOCIAL NETWORK USERS SAY THAT, WHEN IN-STORE, THEY BUY MORE PRODUCTS OF BRANDS THEY FOLLOW ON SOCIAL MEDIA NETWORKS. 60% in China, 18% in The Netherlands. Which of the following social media platforms do you think influence you-make you want to buy certain products?

23 SOCIAL SOCIAL PURCHASE Social media platforms are not yet a major purchasing channel. MARKET MATURITY DIFFERS COUNTRY BY COUNTRY, ESPECIALLY IN ASIA VS THE REST OF THE WORLD. 28% OF SOCIAL NETWORK USERS HAVE BOUGHT AN ITEM DIRECTLY FROM A SOCIAL MEDIA PLATFORM IN THE LAST 30 DAYS. 32% in the USA, 56% in Singapore, 25% in the UK. Purchases via social media platforms are more developed in the USA, UAE and Asia; less so in Europe. Sina Weibo and Renren users are the 39% 29% 23% 21% 18% 17% most familiar with direct online purchases, even more so than Google+ or Facebook users. from Sina Weibo from Renren from Facebook from Instagram from Pinterest from Twitter Have you ever bought an item directly from a social media platform?

KEY FINDINGS 1 Smartphones are increasingly important during all stages of the consumer journey 2 New trends in global shopping habits 3 Social media s influence varies widely by country METHODOLOGY To

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